Manager, Worldwide Support(CSA Team - Customer Service Advocate)

We are seeking an experienced and customer-focused Manager, Worldwide Support, to lead a global team of Customer Service Advocates who support inquiries related to licensing, subscriptions, and the customer portal. This role is crucial in ensuring a seamless customer experience across the entire product licensing lifecycle, including account access, implementation of subscriptions and billing solutions, and usage of the self-service portal. The ideal candidate possesses strong leadership skills, operational excellence, and the ability to collaborate across functions.

Key Responsibilities:

Team Leadership & People Management

• Lead, manage, coach, and scale a team of high-performing Customer Service Advocates across geographies and time zones; handling licensing, entitlement, and portal-related customer interactions.

• Drive a culture of accountability, customer empathy, and continuous improvement.
• Conduct regular performance reviews, coaching sessions, and career development planning.

• Ensure that staffing, scheduling, and workload distribution are appropriate to meet service levels.

Customer Experience & Service Delivery

• Own day-to-day service delivery for licensing and portal support, ensuring timely and accurate resolution of customer requests.

• Monitor and improve key service metrics, including NPS, CSAT, IR SLAs, TTR, resolution times, and backlog.
• Serve as an escalation point for complex or high-impact customer issues, ensuring effective resolution.

• Identify recurring customer pain points and drive improvements to reduce repeat contacts, including follow-up on customer feedback.

Operational Excellence

• Establish and optimize processes, workflows, workforce planning and standard operating procedures for licensing and portal support.

• Ensure compliance with licensing policies, entitlement rules, and data governance standards.
• Partner with serviceability, licensing engineering and learning teams to maintain high service quality and knowledge readiness.
• Leverage data and reporting to drive insights, predict trends, and improve efficiency.
• Partner with stakeholders to produce newsletters and prepare and present Quarterly Business Reviews (QBRs) that highlight outcomes, trends, and value realization

• Drive adoption of Next-gen AI-enabled tools for customer excellence.

Cross-Functional Collaboration

• Partner closely with Sales Operations, Renewals, SRE, SaaS, Logistics PMs and Engineering teams to resolve systemic issues.

• Provide customer and frontline feedback to influence portal usability, automation, and self-service enhancements.

• Support new product, licensing model, and portal feature launches from a service readiness perspective.

Continuous Improvement & Enablement

• Champion automation, self-service, and knowledge base enhancements to improve customer experience and reduce contact volume.

• Drive change management initiatives and ensure smooth adoption of new tools and processes.

• Support global consistency in service delivery across regions and time zones.

Required Qualifications:

• 12+ years of experience in customer service or customer operations, with at least 4-5 years in a people management role.

• Proven experience managing teams handling licensing, subscriptions, entitlements, or customer account/portal support.
• Strong understanding of customer service metrics (NPS, CSAT, IR SLAs, TTR, resolution times, install base, cases, and backlog).
• Experience working with Salesforce CRM, customer portals, and other SaaS-based solutions.

• Excellent communication, stakeholder management, and escalation-handling skills.

Preferred Qualifications:

• Experience in SaaS, technology, or subscription-based business models.

• Exposure to global or multi-region customer service operations.
• Strong analytical skills with experience using data to drive operational decisions.

• Experience leading process improvement, automation, or self-service initiatives.

Leadership Attributes:

• Customer-first mindset with a strong focus on detail and accuracy.

• Calm, structured, and decisive leadership style, especially during escalations.

• Ability to balance operational rigor with empathy and people development.

• Comfortable navigating ambiguity and driving clarity across teams.